Joe

Managing day-to-day operational activities of a multilingual service desk supporting a client in the Travel, Tourism, and Hospitality sector. Participating in knowledge acquisition and transition of services from a variety of providers and vendors to TCS. Hiring the best candidates to join the team based on our client's business needs.

Coordination and enabling of support activities performed by a multilingual, international team of Service Desk Agents. Engagement with the client at a variety of hierarchical levels to understand and respond to business needs.

After less than a year in my previous post, I was nominated as the single point of contact for our client's Business Relationship Managers based in North America, and was simultaneously promoted to a Subject Matter Expert with a focus on quality, training, and reporting. This role involved handling process related issues, as well working with the upper levels of management on the client's side to ensure consistent quality of service.

Provided IT support for a large multi-national company. Responsibilities included diagnosis, triage, research, and resolution of users' issues with hundreds of software packages. Ensured customer satisfaction with soft skills and speedy resolutions. As a VIP, I was also responsible for assisting others in the team, providing training, and was shift leader and consequently the senior member of staff in the office during weekend and night shifts. My other roles included ensuring consistent, high quality call and ticket documentation, administering CARM software, and managing escalations.

Working with a number of translation agencies, I have delivered high quality English translations of French and Russian texts for a number of clients, including high profile fashion houses, among others.

Teaching English in a variety of businesses, including English for business purposes, technical language.

Launched a website that translates Russian news, current affairs, and netizen comments into English, monetised the site by identifying readers’ interests. Featured on the TIME magazine website and in Belgian national press.

Taught English, including language specific to human resources and marketing to Russian clients, including the head of human resources for one of the largest FMCGs in Russia.

Taught English in formal and informal settings in a large logistics company as well as in speaking clubs for individual students.

Taught English to younger students as individuals.

Maternity cover replacing Head of Department. Solely responsible for languages at the school. Taught groups aged from 11-15, across the ability spectrum, working with the AQA GCSE specification. Co-tutored a form group, and supervised this group during a residential visit.

Taught English as a Foreign Language. Taught French students from 10-14 both about English language and culture. Prepared report on differences between TEFL and teaching of MFL in the UK.

Taught French to Year 8 and 10 (including top sets and more challenging classes), Russian to Year 9, prepared students for oral Controlled Assessments, worked with NVQ qualifications.

Taught French to Year 7, 9, 10, 12 (including top sets and more challenging classes), prepared students for oral exams, assisted in inclusion unit, participated in team teaching.

Introduced Polish and Russian to classes, assisted with literacy and numeracy teaching.

Taught French, prepared students for GCSE exams, marked Y7/8 exams in French and German.